Help Desk Analyst

**Department**

The Information Technology department has for mission to deliver a range of IT Systems (PC’s & Servers, Network, Storage, Internet, Mobile devices, Telephony, Applications) to BNPP users. We do so keeping in mind Customer Service attributes whilst operating under in an environment of controlled risks and costs.

The role of the Help Desk is to provide timely and cost effective technology support to the organisation in partnership with the business lines to maximise profit.

**Purpose of Position**:
The Help Desk is the first point of call for all technology-related problems within BNP Australia. The Help Desk Analysts are responsible for taking all requests for help submitted by phone or electronic means, resolving 70% of calls on the first point of contact and assigning those calls that cannot be resolved to the appropriate support team. This will be achieved by logging all calls in Remedy and assigning and tracking the call through to completion.

**Liaises with**:
Internal:

- All internal customers including senior managers and ancillary staff.
- Dealing staff, brokers and back office support.
- Network/Notes/UNIX administration and support teams, development teams

External:

- Hardware, software and consumable vendors.
- Technical consultants, project managers and architects.
- Cabling contractors

**Key Responsibilities**:

- Answer all requests for help in a timely and attentive manner
- Troubleshoot desktop and network related issues.
- Provide general hardware support for smart phones, laptops, printers etc.
- Escalate issues to higher levels of support including global teams and/or vendors as required.
- Provide feedback with regards to recurring issues and service improvements, update team documentation to improve efficiency.

**Average % Time Spent on Major Activity Areas**:
Taking requests for help and resolving/escalating

60%

Performing Active Directory / Lotus Notes / Outlook etc Administrative tasks

20%

Training (both in house and external)

10%

Other ad hoc requests

10%

**Total**

**100%**

**Key Measures of Success for the Position**:
**Major Activity or Task**

**Measure of success**

Error rates

No more than 2% error rate

Customer service

Less than 2 complaints/month from customers

Account Administration and requisition orders

Completed weekly

Completing daily reports

Completed before 10am daily

Achieving requisite skills matrix goals (Training req)

Quarterly

**Qualification / experience**:
**Education**:
Required:

- Sound experience in a Help Desk/Customer service environment.

Desirable:

- Higher School Certificate or Equivalent
- Tertiary studies in the Banking / Finance Industry

**Personal Attributes**:

- Ability to maintain a calm and friendly manner when dealing with difficult clients.
- Ability to deal with several tasks simultaneously
- Ability to prioritise tasks
- Strong communication skills and ability to work in a team environment

**Technical skill**:
Required:

- Microsoft Office, Windows OS, Active Directory
- Outlook / Lotus Notes administration including Smart Phone support
- General hardware including printers, scanners
- Service-Now (desirable)
- Cisco phone support (desirable)

**Core competencies**:

- Accountability - Committed to achieving the organisation’s objectives. Demonstrates perseverance and is accountable for own actions.
- Client Focus - Complete commitment to provide professional, intelligent and timely responses to our clients’ needs and to changes in the market
- Excellence - Results driven, committed to achieve consistently high standards in people, products and service that will make us the provider of choice for clients, and deliver returns for shareholders
- Responsiveness - Adapts when facing new or unforeseen situations. Delivers on time the required service.
- Risk awareness - Adheres to the organisation’s processes and procedures. Demonstrates a good understanding of compliance issues and implements work practices that minimise operational and reputational risk